Provides administrative support in patient care while ensuring safety and quality at Children’s Healthcare of Atlanta. Assists licensed professionals and monitors patients effectively.
About the role
- Support Partner Team Leader at HomeMade leading teams in encouraging independence and support for aged care customers. Collaborating for exceptional service, improving customer outcomes, and achieving operational excellence.
Responsibilities
- Lead, coach, and develop a team to achieve individual and collective KPIs.
- Lead the Support Partners, and provide immediate supervision to them for day-to-day requirements of their roles.
- Foster a culture of accountability, continuous learning, and customer focus.
- Conduct regular performance reviews, providing feedback and identifying development opportunities.
- Plan for team expansion aligned with community growth and business needs.
- Supervise, coach and mentor direct reports to ensure a high-performing team environment that develops team members to their full potential in a complex remote workforce environment.
- Deliver a high standard of employee experience through a leadership approach that promotes the inclusive culture, vision and values of HomeMade.
- Be a primary point of escalation for complex queries.
- Undertake a collaborative and goal-oriented approach with the Support Partners to develop and update support plans with customers.
- Maintain oversight over Support Partner work to deliver desired customer outcomes and respond in a timely and effective manner to changes in their circumstances and support needs.
- Uphold and deliver on service requirements in accordance with the Aged Care Act and Aged Care Quality Standards.
- Support the Support Partner Manager in day-to-day operational management of the Support Partner Team.
- Participate in, contribute to, and implement quality improvement and risk management into all aspects of service, including policies and standard operating procedures.
- Engage with and collaborate with cross-functional teams to achieve customer and organisation goals.
- Communicate clearly with the team about daily priorities, changes, or updates.
- Work closely with other departments to ensure smooth handovers and follow-ups.
- Participate in regular team check-ins, workshops, and feedback sessions.
- Contribute ideas to improve systems, tools, and customer experience.
Requirements
- Previous experience mentoring and developing teams to achieve operational excellence.
- Demonstrated experience in Home and Community Care, with a strong preference for Aged Care experience.
- Sound knowledge of Health, Community, Aged Care, Home Care, or Disability Service environments.
- Excellent communication skills with a strong customer service orientation.
- Proven ability to deliver high-quality support and case management within complex Aged Care or Disability settings.
- Skilled in coaching individuals and teams to drive performance and professional growth.
- Demonstrated capability in dispute resolution, complaint handling, critical thinking, time management, and effective decision-making at a supervisory level.
- Proven ability to meet and exceed key performance indicators.
- Relevant qualifications such as a Certificate III in Individual Support (Ageing), Health Services Assistance, or a Certificate IV/Diploma in Aged Care, Disability, or Community Services (including Case Management) are desirable but not essential.
Benefits
- Access parental leave 👶
- Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
- Work with flexibility 🏠
- We’re a hybrid workplace, balancing time in the office with remote work.
- Flexi Leave Days 🌴
- Get one extra paid leave day per quarter for what makes you happy.
- Take a floating public holiday 🫶🏾
- Acknowledge a significant day your way with family and friends.
- Be rewarded 🏆
- Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
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